Terms and Conditions

Terms and Conditions

Last modified: 20 February 2022

Please Note – These articles are for the use of both Event Organisers and Customers

TicketHouse provides the technical infrastructure to enable online sales by Event Organisers. By using or visiting the TicketHouse website, you expressly agree to be bound by the Terms and to follow these Terms and all applicable laws and regulations governing the website. TicketHouse reserves the right to change these Terms at any time, effective immediately upon posting on the website. If you violate these Terms, TicketHouse may terminate your use of the website, bar you from future use of the website and / or take appropriate legal action against you.

  1. Who we are
  2. Permitted Uses of the Site
  3. Registration and Account Security
  4. Payment Processing
  5. Fees and Charges
  6. Event Listing Processes and Responsibilities
  7. Purchasing Tickets
  8. Exchanges and Refunds
  9. Referral Scheme
  10. Customer Data
  11. Barcode Scanners, Ticket Stock and Ticket Printers
  12. Disclaimer
  13. Limitation of Liability
  14. Indemnity
  15. Trademarks
  16. Customer Purchase Policy
  17. Privacy Policy
  18. Customer Commitment Statement


Privacy Policy


1.1 TicketHouse ( A Trading style for Trekapt Limited) is the primary ticket agency which obtains its allocation of tickets for an event directly from event organisers and venues. Tickets are sold through the TicketHouse website where customers can search, select and buy tickets online for events.


2.0 You agree that you are only authorised to visit, link to and / or retain a copy of pages of this website for your organisation’s use (if you are acting on behalf of an Event Organiser) and that you shall not duplicate, download, publish, modify or otherwise distribute the material on this website for any purpose other than to create and manage events and promotional information, for personal use, or to administrate the sale of tickets.

The content and software on this website is the property of TicketHouse and is protected by International copyright laws. We post the relevant legal notices and credits on this website. You are not permitted to remove any such notices or credit, or any additional information presented in respect of copyright.

2.1 User Contributions to the Site

The website provides you with opportunities to contribute to the website by uploading information about your events, known as “user content”. TicketHouse is not liable or responsible for any user content. The contributions of third parties do not necessarily represent the view or opinions of TicketHouse.

2.2 Prohibited Content

Users can be held liable for any illegal or prohibited user content they provide to the website. Prohibited content includes, but is not limited to content that:

is offensive such as content that promotes racism, bigotry, hatred or physical harm of any kind against any group or individual;
could be harmful to minors;
harasses or advocates harassment of another person;
involves the transmission of “junk mail”, “chain letters”, or unsolicited mass mailing or “spamming”;
promotes information that you know if false, misleading or promotes illegal activities or conduct that is abusive, threatening, obscene, defamatory or libellous;
promotes an illegal or unauthorised copy of another person’s copyrighted work, such as providing pirated computer programs or links to them, providing information to circumvent manufacture-installed copy-protect devices, or providing pirated music or links to pirated music files;
contains restricted or password only access pages; or hidden pages or images (those not linked to from another accessible page);
displays pornographic or sexually explicit material of any kind;
provides material that exploits people under the age of 18 in a sexual or violent manner, or solicits personal information from anyone under 18;
provides instructional information about illegal activities such as making or buying illegal weapons, violating someone’s privacy, or providing or creating computer viruses;
solicits passwords or personal identifying information for commercial or unlawful purposes from other users; and
engages in commercial activities and / or sales such as gambling; lotteries; bidding fee auctions; sports forecasting or odds making; fantasy sports leagues with cash prizes; internet gaming; contests; sweepstakes; games of chance.

If you discover this kind of material on the Site, please notify us by emailing us at [email protected] and we will investigate your claim and may then take appropriate action.

2.3 Offline Conduct

Although TicketHouse cannot monitor the conduct of users off the website, it is also a violation of these rules to use any information obtained from this website in order to harass, abuse, or harm another person, or in order to contact, advertise to, solicit or sell to any site user without their prior explicit consent.

TicketHouse also retains the right to suspend or terminate your access to the website if the conduct of an event organiser or organisation using the TicketHouse services, leads to damage to reputation by association.

2.4 Links and Search Results

The website contains embedded links to, and may produce search results that reference or link to third party sites throughout the World Wide Web. TicketHouse has no control over these sites or the content within the site. TicketHouse cannot guarantee, represent or warrant that the content contained in the sites is accurate, legal and/or inoffensive and will not contain viruses or otherwise impact your computer. By using this website to search for or link to another site, you agree and understand that you may not make any claim against TicketHouse for any damages or losses, whatsoever, resulting from such action.

2.5 Access and Interference and Multiple Browser Windows

You agree that you will not use a robot, spider, other automatic device or manual process to monitor or copy our web pages or the content contained therein or for any other authorised purpose, without our prior expressed written permission. You agree that you will not use any device, software or routine to interfere or attempt to interfere with the proper working of the website. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on our infrastructure. You agree that you will not access, reload or “refresh” transactional event or ticketing pages, or make any other request to transactional servers, more than once during any three second interval.

2.6 Unauthorised Use of the Site

Illegal and / or unauthorised use of the site, including, but not limited to, unauthorised ticket sales, fraudulent listings of Events by individuals or organisations other than the legitimate Event Organiser; unauthorised framing of or linking to the site, or unauthorised use of any robot, spider or other automated devices on the Site, will be investigated and appropriate legal action will be taken, including without limitation, civil, criminal and injunctive redress.

2.7 Violation of the Terms

You understand and agree that in TicketHouse’s sole discretion, and without prior notice, TicketHouse may terminate your access to the website, cancel ticket orders or exercise any other remedy available and remove any unauthorised user content, if TicketHouse believes that your conduct, or the user content you provide, violates or is inconsistent with these Terms, or violates the law or the rights of TicketHouse, a client of TicketHouse or another user of the website. You agree that monetary damages may not provide sufficient remedy to TicketHouse for violations of these Terms and you consent to injunctive or other equitable relief for such violations. TicketHouse is not required to provide any refund to you if you are terminated as a User because you have violated these Terms or any of TicketHouse’s rights.

2.8 Use of Multiple Online Ticketing Systems or Use as a Reservation System Only

If an Event Organiser uses TicketHouse’s online bookings as a reservation system (i.e. zero value tickets) but the tickets have a monetary value and payment of these tickets are sought through alternative payment methods direct to the Event Organiser, TicketHouse reserve the right to close the account with seven days’ notice if this term is breached.


The Event Organiser agrees to maintain and promptly update their Registration details to keep it accurate and current. If you provide any information that is untrue, inaccurate, not current or incomplete, or TicketHouse has reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, TicketHouse has the right to suspend or terminate all of your accounts and refuse any and all of your current or future use of TicketHouse.


4.1 Overview

4.2 TicketHouse payment processing

Event Organisers do not need their own payment gateway to utilise the TicketHouse payment processing option. Bookings placed online will be processed by TicketHouse and income less applicable fees will be transferred to the Event Organiser within seven days of the conclusion of the event. For booking fees, go to section 5.1.

4.2.1 Collection of Monies

You authorise TicketHouse to accept Telecash, OneMoney, Ecocash, Zimswitch and many more to collect the face price of each ticket and also, where you have opted for the booking fee to be billed to the Customer, we will collect a booking fee from each customer and where applicable, a telephone service fee or delivery fees if requested. We will retain the full amount of the booking fee (whether paid for by the Event Organiser or the Customer), telephone service fee and delivery fees.

The proceeds of all credit and debit card sales transacted via TicketHouse are paid into a segregated “Client” bank account meaning that they are completely ring-fenced from our own working capital. These arrangements are in line with best practice as specified by all major credit card companies.

4.2.2 Transfer of Funds

Once the event or event run has concluded, the online sales for that event will then be totalled and prepared for transfer to your bank. Event Organisers will receive an email two days after the event requesting that they confirm their event went ahead by responding to the email. Once verified, your ticket settlement will be processed net of our Fees as stated in 5.1 and any refunds to be made to Customers as a result of cancellation.

If any Event or series of Events is cancelled or postponed or significantly changed from the advertised content, TicketHouse will refund the customers directly and shall be entitled to utilise sufficient funds from the ticket proceeds referred to above to enable TicketHouse to do this. Notification of cancellation may delay the transfer of funds while confirmation and clarification is sought.

All money shall be paid into the bank account specified in your payment details. It is not the responsibility of TicketHouse to verify bank details but is the responsibility of the Event Organiser to ensure that accurate bank details are provided. TicketHouse will not accept any responsibility if incorrect bank details have been provided by the Event Organiser or their account Users and monies owed are paid into the wrong bank account.

4.2.4 Chargebacks

A chargeback occurs when a customer disputes a charge on their credit/debit card with our merchant services provider. When a chargeback occurs the merchant services provider will investigate as to whether the charge is to stand or be refunded to the customer.

TicketHouse will provide all requested information and documentation to the merchant services provider during the investigation. When a chargeback is received, TicketHouse has the right to deduct the disputed amount and any fines levied by the merchant services from an Event Organiser’s future ticket settlement. Should the chargeback be cancelled by the customer or the case won by TicketHouse, any amounts withheld from settlements will be returned to the Event Organiser. Failure by the Event Organiser to pay the chargeback may result in the account being suspended.

Any tickets that are subject to a successful chargeback dispute will be cancelled.

4.5 Donations and Gift Aid

TicketHouse can collect donations via online bookings and forward payment to the Event Organiser less a % administration fee will be deducted from all donations made by credit or debit card using our merchant facility.

Donations are not subject to a booking fee but are subject to a 5% administration fee which is deducted from the donation.

If an event is cancelled, the donation will also be refunded to the customer in full.

We (TicketHouse) are not an accounting, taxation or financial adviser, and you should not rely on information given on the website to determine the accounting, tax or financial consequences of making a donation to charity. We strongly recommend that you consult your own adviser(s) about any accounting, taxation or financial consequences that may affect you.

4.6 Sundry Items

Sundry items attract the same booking fee as ticket sales (please see section 5.1). If an event is cancelled, the sundry item will also be refunded in full, including booking fee (but excluding delivery fees).

4.7 Ticket Sales Management

The ticket sales management offered by TicketHouse are made available without charge for Event Organisers and their administrative representatives to keep track of all ticket sales whether through TicketHouse online or telephone booking services (known as online sales), or direct to the Event Organiser (known as offline sales).

If offline sales are being made from the same block of tickets that have been made available for online sales, it is crucial that the Event Organiser contact us to keep records of their offline sales up to date. Otherwise this will result in a discrepancy whereby seats that have already been sold offline will still appear to be available on the sales site and therefore could be sold twice.


5.1 Booking Fees

All tickets purchased online through TicketHouse (via internet or telephone Box Office) and card bookings processed in-house are subject to a booking fee.

The fee is applied to cover overheads that we incur with each transaction. We reserve the right to vary this booking fee from time to time.

Event Organisers may elect to have their ticket prices listed on the website either inclusive or exclusive of the TicketHouse booking fee. In either case, the fee due will be deducted from the total amount paid by the Customer in respect of any given Event prior to the transfer of funds.

Free events are not charged a booking fee.

Tickets purchased “offline” (i.e. Event Organisers own bookings of cash, cheque, complimentary tickets) are not charged a booking fee.

5.2 Ticket Delivery Fees

In situations where the refund policy is applicable, ticket delivery fees are not refundable.


6.1 Through use of the TicketHouse website, Event Organisers upload data regarding their organisation, productions, venues, event dates, ticket prices, preferred fee charging mechanism, etc. This data populates the TicketHouse sales website from which the customer can then purchase tickets for the listed events.

All details of Events including, but not limited to, performance times, ticket prices and seat availability are entered onto the system by the Event Organiser. The accuracy of all such information is at all times the responsibility of the Event Organiser. Failure to provide accurate event details (including amendments to an event if the date or time changes) will breach this agreement and may lead to the account being suspended and TicketHouse will be entitled to seek compensation for any direct costs incurred as a result of incorrect event information listed on TicketHouse.

The Event Organiser is responsible for the creation and distribution of automatic discounts and discount codes. The Event Organiser must test their ticket sales to ensure that discount codes and automatic discounts have been set up correctly to provide the correct discount for the applicable event(s), ticket price(s) and validity period.

6.2 Copyright Policy

We will terminate the privileges of any user who uses this Site to unlawfully transmit copyrighted material without a license of express content, valid defence or fair use exemption to do so. In particular, users who submit user content to the website, whether articles, images, stories, software of other copyrightable material must ensure that the user content they upload does not infringe the copyrights or other rights of third parties (including, but not limited, to trademark, trade secret, privacy or publicity rights). After proper notification by the copyright holder or its agent to us, and confirmation through court order or admission by the user that they have used this website as an instrument of unlawful infringement, we will terminate the infringing users’ rights to use and / or access to this website. We may, also in our sole discretion, decide to terminate a user’s rights to use or access to the website prior to that time if we believe that an alleged infringement has occurred.

6.3 Event Specific Terms and Conditions

Tickets are issued subject to the TicketHouse terms and conditions and the refund policy stated in the TicketHouse Customer Purchase Policy will supersede an Event Organiser’s own terms and conditions when using TicketHouse merchant services to process ticket sales. However, each individual Event or Venue may include their own Terms and Conditions (if applicable) including age restrictions, discretionary refunds and exchange policies, etc. If an Event or Venue has its own Terms and Conditions, they must be included within the booking process.

6.4 Pricing Errors

If the amount paid by the Customer for a ticket sold through TicketHouse is grossly incorrect, regardless of whether because of an error in a price posted on this website or otherwise communicated to the Customer and regardless of whether caused by transactional malfunction of this website or other TicketHouse operated system or by human error on the part of the Event Organiser, then TicketHouse will have the right to cancel that ticket (or the order for that ticket) and refund the Customer the amount that they paid.


7.1 TicketHouse offers several options for customers to purchase your tickets (fees and charges apply, please refer to 5.1):

Online via your unique TicketHouse web address which can also be linked to your own event website or Facebook page through a “buy tickets” option.
Offline bookings where you can process your own cash, cheque or complimentary tickets through the system.
The TicketHouse Telephone Box Office Service.

7.2 The purchaser can purchase tickets via the Event Organiser’s unique TicketHouse URL or search the TicketHouse sales site by Production Company or Amateur Society, Venue, Location, Performance Name or Date to navigate to the specific Event in which they are interested. You may then specify:

The venue section or price category in which they wish to buy seats.
The quantity of seats they wish to buy.
Where relevant, the position of those seats.

The site will then display the payment due for the seats specified. The purchaser will then be asked to select their preferred method of Payment and having entered and submitted Credit or Debit Card details, the TicketHouse system will charge the Card Issuer the appropriate amount. On completion of the transaction, the chosen seats will be registered in the purchaser’s name and they will be sent confirmation of purchase.

7.4 Dispatch of Tickets

Tickets can be issued in three different formats:

Etickets (emailed to the Customer immediately following the successful purchase of tickets and will need to be printed and presented at the venue).

Tickets by text (a
unique booking reference and barcode will be sent to the Customer’s mobile phone which must be presented at the venue).
Traditional tickets (sent to the Customer by post (time permitting) prior to the event). TicketHouse will endeavour to dispatch traditional tickets within 72 hours of the booking. If the tickets have not arrived within five working days of the booking, Customers are advised to contact TicketHouse.

Fees may apply to the delivery of tickets. Please refer to point 5.2.


8.1 If a refund or exchange is requested by a Customer, the Customer is advised to contact the Event Organiser directly to process their request as per the Event or Venue’s own exchange and refund policy.

The booking fee is non-refundable if an Event Organiser processes the refund. The booking fee is only refundable if an event is cancelled or significantly changed (e.g. change of date, venue or headline act) and TicketHouse will process these ticket refunds.

TicketHouse does not permit exchanges for tickets to events staged by different Event Organisers.

8.2 Cancelling an Event

If an Event is cancelled by the Event Organiser (i.e. a cancellation due to circumstances beyond TicketHouse’s control), TicketHouse will refund the purchase price of a Customer’s tickets including the booking fee, (but excluding any delivery charge, refund protection or telephone service fee); whether that fee was originally presented as a separate item or was included within the stated face value of the ticket. Donations and Sundry Items will also be refunded in full.

Where TicketHouse has been notified by the Event Organiser of an Event cancellation, we will use best endeavours to contact Customers by email (using the details provided at the time of booking) advising them of the cancellation and initiating the refund process.

TicketHouse is normally notified in advance of any pending Event cancellation by the Event Organiser. We then automatically initiate refunds to all tickets purchasers. Customers can also notify TicketHouse directly if they discover than an event has been cancelled by emailing [email protected]

8.3 Event Postponed or Change of Venue

If an Event is moved from its advertised venue and / or the date is changed, tickets already purchased may remain valid should the Customer wish to attend the revised Event. If not, TicketHouse will refund the purchase price of a Customer’s tickets including our booking fee, (but excluding any delivery charge, refund protection or telephone service fees); whether that fee was originally presented as a separate item or was included within the stated face value of the ticket. Customers must contact TicketHouse no later than the Monday following the event’s revised date.

8.4 Significant Change to Event Line-up

Should the headline artist not appear or if the line up or content is substantially changed from that advertised at the time of purchase, then TicketHouse will on request refund the purchase price of a Customer’s tickets including our booking fee, (but excluding any delivery charge, refund protection or telephone service fees); whether that fee was originally presented as a separate item or was included within the stated face value of the ticket. Customers must contact us as soon as possible and no later than the two days following the event’s stated date.

8.5 Refunds requested after the Transfer of Funds

Customers are required to contact TicketHouse no later than the Monday following the event to request refunds due to a postponed event, change of venue or significant change to event or line-up. Refunds can then be processed prior to the transfer of ticket income to the Event Organiser. TicketHouse will not be able to process refunds after the Monday following the event unless the refund is due to an event cancellation that we have retained funds to cover all ticket refunds.

If customers request refunds of their tickets after ticket income has been transferred to the Event Organiser, the responsibility for the refund will lie with the Event Organiser and all enquiries will be directed to the Event Organiser. TicketHouse will not be liable for any refunds once the process to transfer ticket income to the Event Organiser has commenced.



10.1 In respect of any personal data as defined in the General Data Protection Regulations (Regulation (EU) 2016/679), also known as GDPR, the Event Organiser holds responsibility to ensure that they comply with the Regulations and continue to comply with any future amendments to the Regulations and any guidance notes or guidelines issues by the Information Commission.

Subject to all applicable data protection legislation and the terms of our Privacy Policy, all Customer personal data generated in connection to your Event shall be owned by the Event Organiser and / or their Organisation (as the Data Controller) and, subject to any relevant consents being granted by the Customer under GDPR, shall be entitled to use such Customer data in whatever manner it sees fit. TicketHouse as the Data Processor is permitted by the Event Organiser to access a Customer’s Personal Data to be able to deliver the Service as outlined in these Terms and Conditions of Use and the Data Processing Agreement.

10.2 TicketHouse is dedicated to providing a high quality and secure service to its customers. We are fully PCI DSS compliant and adhere to the General Data Protection Regulations as a Data Processor (for processing ticket-buying customer’s data) and as a Data Controller (for processing Event Organiser’s data).




12.1 The site and its content are delivered on an “as-is” and “as-available” basis. TicketHouse disclaims all warranties, express or implied, including also any implied warranties of merchantability and fitness for a particular purpose.

TicketHouse does not promise that the site will be error-free, uninterrupted, or that it will provide specific results from use of the site or any content, search or link on it.

TicketHouse cannot ensure that files you download from the site will be free of viruses or contamination or destructive features.

TicketHouse will not be liable for any damages of any kind arising from the use of this site, including without limitation, direct, indirect, incidental and punitive and consequential damage. TicketHouse makes no guarantee of any specific result from use of this site or use of the TicketHouse service.


13.1 Whilst we endeavour to ensure that the website is fully operational at all times, on those occasions when there are interruptions to service due to essential maintenance, system upgrades, internet service interruptions or any other factors beyond our control, TicketHouse will not be liable for any indirect, consequential, exemplary, incidental, special or punitive damages, or for lost profits, revenues or business opportunities, even if TicketHouse has been advised of the possibility of such damages.

In no event shall TicketHouse be liable for any indirect or consequential loss or any loss (whether incurred directly or indirectly) of profit, business, revenue, date, goodwill or reputation.

TicketHouse disclaims any and all liability for the acts, omissions and conduct of any third party users, TicketHouse users, advertisers and / or sponsors on the site, in connection with the TicketHouse service or otherwise related to your use of the site and /or the TicketHouse service. TicketHouse is not responsible for the products, services, actions or failure to act of any venue, performer, promoter or other third party in connection with or reference on the site.

Notwithstanding the foregoing, nothing in the Agreement shall be taken to limit or exclude any liability which TicketHouse may have for (i) death or personal injury arising from TicketHouse negligence; (ii) fraudulent misrepresentation; or (iii) any liability that cannot be excluded or restricted by law.


14.1 You shall indemnify TicketHouse, defend and hold harmless TicketHouse and TicketHouse affiliated or related companies and their respective joint ventures, successors, assigns, directors, officers, employees and agents and shall keep each of them fully and effectively indemnified against any and all losses, imposed on, incurred by or asserted against them arising from:

any breach of the Agreement or breach of warranty by the Event Organiser of the acts or omissions of the Event Organiser, your employees, sub-contractors or agents;
any Event or Venue (other than and to the extent that any losses arise directly from breach of this Agreement by TicketHouse or our negligence);
any breach of copyright or privacy laws or any other applicable law;
any advertisement, marketing or promotion (other than any material produced by TicketHouse), including without limitation the production and placement of fly-posters.


Our goal at TicketHouse is to make the experience of purchasing tickets efficient and straight forward. Please refer to our Customer Purchase Policy for full details.


TicketHouse believe that the privacy of all our Users (both Customers and Event Organisers) is important. Please refer to our Customer Privacy Policy and Event Organiser Privacy Policy


Our staff are committed to promoting the visions and values of our company and to delivering high standards of customer service. Please refer to our Customer Commitment Statement for full details.

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Don’t forget, you can get in touch with us at [email protected] or by calling 0782964464 Monday to Friday 9 am – 4 pm and Saturday 9 am – 12 pm.

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